When creating an account for a worker, the process may fail for a variety of reasons. The tables below outline the best practices for navigating the various statuses and failure reasons.
Create Account Statuses (Pay Admin)
| Account Status | Description | Suggested Action |
| VERIFIED | The wallet has been created (account/routing numbers have been generated) but the worker has not yet claimed the wallet. | Worker to use onboarding link to start the sign up process in the Branch App. |
| FAILED | The wallet has not been created yet due to a non-recoverable failure. | Check FAILED reason codes table below with suggested action. |
| SETUP COMPLETE | The user has claimed the wallet and setup is complete. | Account is fundable and ready for payment. |
| PENDING | The account creation process has started. | If status remains pending for more than 1 business day, contact Branch Admin Support. |
| USER VERIFICATION REQUIRED | Information submitted requires additional review. | Worker to use onboarding link to complete verification in-app and upload documents. |
| CANCELED | The request was manually aborted due to an unexpected error or invalid user data provided. | Retry creating the account with corrected information. |
| PENDING REVIEW | The account creation process has started, and the information provided is under review. | Review can take 1-5 business days. Wait on approval or declined status in Pay Admin. |
Failed Status Reason Codes
Click into a worker’s failed account creation in Pay Admin to view the reason code.
| Reason Code | Description | Suggested Action |
| ACCOUNT_SUSPENDED | The user account exists but is currently suspended. | Contact Admin Support with the worker’s name and employee ID. Let the worker know their account requires a review before they can proceed. They will not be able to complete signup until the suspension is resolved. Do not attempt to create a new account for the worker while the suspension is under review. |
| ACCOUNT_WITH_EMAIL_EXISTS | A wallet already exists for the email address provided. The user may already have an account. | Check email address and SSN and verify both are correct. If incorrect, fix and retry request. If correct, contact Branch Admin Support. |
| KYC_SSN_INVALID | The SSN is invalid. | Inform user that the SSN provided is invalid and correct the information. Retry with corrected information. |
| KYC_PII_SSN_MISMATCH | The personal information does not match the SSN provided. | Verify all user information is correct and matches government ID. Retry with corrected information. If errors persist, contact Branch Admin Support. |
| KYC_PO_BOX_NOT_ALLOWED | P.O. Box was entered as address. Physical address is required. | Inform user P.O. Box isn’t allowed and request to provide a valid address. Retry with corrected information. |
| KYC_DECEASED | The information provided matched to a person who is deceased. | Verify all user information is correct and matches government ID. Retry with corrected information. |
| EMPLOYEE_UNDER_AGE | The requested employee’s date of birth did not meet minimum age requirements (14+). | Check the DOB and verify it is correct. If incorrect, retry with corrected information. |
| EMPLOYEE_ALREADY_LINKED | The requested Employee ID is already linked to an active account. | Visit the Organization > Workers tab within Pay Admin to view the account that is already enrolled with this ID. Verify if the correct account is enrolled. If correct, the worker is already successfully enrolled. If incorrect, revoke access and retry creating the account. |
| ERROR | Unexpected error | Retry with same information. Contact Branch Admin Support if issue persists. |
| CONFIRMED_FRAUD | The worker's account requires manual review. | Contact Admin Support with the worker’s full legal name, employee ID, and a brief description. Include a screenshot of the error if available.
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Branch is not a bank. Banking services are provided by Lead Bank, Member FDIC and Evolve Bank & Trust, Member FDIC, which are Branch’s bank partners. The name of the bank partner for your account is listed on the back of your debit card and can also be found in the Branch App under “Your Account Information”. FDIC insurance only applies to eligible accounts should the bank holding your funds fail. Branch Mastercard Debit Cards are issued by Evolve Bank & Trust or Lead Bank, Member FDIC, as applicable, pursuant to a license from Mastercard and may be used everywhere Mastercard debit cards are accepted.